Returns and Refunds

Your statutory right of withdrawal

As a consumer, you have the legal right to withdraw from your online purchase within 14 days of receipt, without giving a reason. This right is separate from our own return and warranty terms and is accessible to every customer.

You can submit your withdrawal easily and directly online using the button below. No login is required. After your request, you will automatically receive a confirmation by email.

Withdraw from contract

Prefer to withdraw in writing? You can also email support@haidu.co, stating your name and order number.

What happens after your withdrawal request

Once we have received your request, we will review your order and inform you of the next steps. For most products: if you return the item unused and in its original condition within 14 days, we will refund the full purchase amount.

The cost of returning a product is at your own expense, even when the item is unopened. An exception applies when you return a product due to a defect or damage on arrival: in that case, we cover the return costs.

When the right of withdrawal does and does not apply

Almost our entire range consists of personal care products. To protect your health and that of our other customers, we deliver these products sealed. When assessing your withdrawal, we distinguish between two groups.

Sealed hygiene products (ear, nose and mouth) and their accessories

This group includes our ear, nose and mouth care products and the related consumable accessories. These come into direct contact with the body or are intended for single or personal use.

Under the law (Article 6:230p sub f.3° of the Dutch Civil Code), the right of withdrawal does not apply to sealed products that are unsuitable for return for reasons of health protection or hygiene, once the seal has been broken after delivery.

Seal still intact? Full right of withdrawal and refund. Simply return the unopened product.

Seal broken? For hygiene reasons, we cannot take the product back and the right to a refund for that item lapses.

Wellness

For our products in the Wellness category, the full 14-day right of withdrawal applies. You may unpack the product and try it out briefly, just as you would in a shop.

Unused and in original, complete condition? Full right to a refund.

Tested more than briefly, or showing signs of use? We may deduct an amount for depreciation from your refund if the product can no longer be sold as new. For products that come into direct contact with the skin, we cannot offer an opened product as new for hygiene reasons.

Not sure which group your product falls into? Please contact support@haidu.co before breaking the seal. We are happy to help.

Our warranty always applies

Separate from your right of withdrawal, we provide a 1-year warranty on all HAIDU products. Is something wrong with your product, such as a defect or damage on arrival? We will always resolve it for you, even if the seal has already been broken.

How to return a product

Follow the steps below to return the order:

1: To initiate a return, you can simply use our returns portal within the 14-day returns period after receiving your order. If for any reason the returns portal is unavailable, you can always email us at support@haidu.co. Don't forget to include your order number and zip code in the email. Please note: this information must be correct to guarantee the processing of your return request.

2: Download and print the return label and stick it on the packaging. The products you want to return must be returned in their original condition:

• Unused
• Beautiful
• Undamaged

If you no longer have the HAIDU shipping packaging, you can also use another box, provided the return document is clearly visible.

3: Go to the delivery point of the shipping party from which you received a return label. Please note, you will receive a shipping confirmation from the cashier or you will receive a shipping confirmation by email. Please keep this in a safe place until the return has been processed and refunded. Without a return receipt, we cannot investigate missing returns and therefore cannot refund anything.

4: Once the return package has been delivered to our distribution center, it may take another 4 working days for the return to be processed. Once we have processed the return, you will receive a return confirmation by email. This email also immediately contains the new bill or refund amount.

Exchange due to damage

HAIDU reserves the right to exchange items only if they are damaged or broken upon delivery. If you would like to exchange the products for the same item(s), please contact us at support@haidu.co

Important to know

Unfortunately, we cannot credit returns that have not been carefully packaged (in their original condition) and/or are damaged.

Products cannot be returned if they are not returned by email within 14 calendar days.

The return option expires if the product has not been sent to the return address within 7 calendar days after the consumer has received the return form.

Anything returned to us accidentally or incorrectly (and not a HAIDU item) is the responsibility of the sender, not HAIDU.

REFUND

I have returned my order, when will I know if it has been approved?

When the item has been received and inspected, you will receive an email stating that HAIDU has successfully received the returned item. We will then keep you informed of the status (approved / rejected) of the returned item.

I have returned my order, when will I receive my money back?

Once the return package has been delivered to our distribution center, it may take another 4 working days for the return to be processed. Once we have processed the return, you will receive a return confirmation by email. This email also immediately contains the new bill or refund amount. The purchase amount will be refunded as soon as possible to the payment details known to us.

NB!; In case of exchange, the right of return expires.

Right of return for Business Customers and resellers.

Business customers with an additional right of return can only be accepted if they are registered at least 2 months before the end date. If you fail to comply with this procedure, HAIDU reserves the right not to accept and/or credit the return.